Complaints Manager

Complaints Manager:
6 months
48k
Start ASAP
Hybrid (3 days in office)
All saints - 15 mins from Canary Wharf
Please see below the key duties and requirements for the role:
1. To lead a team to manage all incoming complaints, complaint escalations, Ombudsman cases, members enquiries, information requests and associated correspondence.
2. To lead a team to manage all complaints escalation, stage 2 panel, and complaints pack
3. To manage, coordinate and respond to all Ombudsman cases and contacts
4. To work proactively with all departments to drive improvements to service delivery; and reduce complaints and escalations by improving the overall resident experience
5. To use management and performance information effectively to identify emerging issues, trends, and areas for service improvement across the organisation
6. To keep a log of lessons learnt and follow up actions
7. To address non-compliance issues and working with departments to take remedial actions.
8. To deliver training, awareness, and briefing sessions
9. To collate, write and disseminate reports to teams, senior management, and Board.
10. To lead a team to ensure all relevant databases are kept up to date and demonstrate strong records management
11. To stay informed of changes in legislation, regulation, and policies
12. To manage Poplar HARCA's relationship with residents, Housing Ombudsman, LBTH, ICO and RSH through the management of corporate complaints and information requests.
What they are looking for:
o experience of managing a team responsible for complaints and corporate contacts,
o experience of managing corporate complaints and contacts, preferably in the housing sector
o experience of engaging and responding to regulatory and statutory bodies
o experience of working in a pressured environment
o experience of demonstrating customer resolution, service improvement
o experience of managing systems and databases
o Champion resident's views, concerns and complaints and make recommendations for improvements as a result of feedback.
o Lead on case reviews to drive improvement
o experience of drafting reports and using data to drive improvements
o knowledge of legislation and regulatory requirements
We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout